Brandedthe callLeftdetailednotesConfirmed thereason forcalling outsideof thecompassionstatementCelebratedwins with thecustomer(reassurance)DeliveredanexceptionalexperienceBuild rapportaround thesmart deviceAssured thecustomerthat we canassistAnswered thecall within 10seconds (micdown vs up)Ready to takethe callEnthusedtone fromstart tofinishRecapped the callprior toending/transferringSent anACE toa peerScheduleda callbackAsked "if there'sanything else toassist with" priorto transfer/callendingWarmTransferAssistedin thegroupchatOwned theresolutionwith positivephrasingDidn'tover talkthecustomerSharedbestpracticeswith a peerAcknowledgethe customerby their nameTailored theempathystatement tothe reasonfor callingReassuredthe customerwith 3 powerwordsDispositionedthe callproperlyMentionedtheoutboundscriptRemainedconversationalFollowed theproper 5-point holdprocedureUsedtoolsTroubleshootedthe issuebeforetransferringAskedprobingquestionsProvidedclearinstructionsBrandedthe callLeftdetailednotesConfirmed thereason forcalling outsideof thecompassionstatementCelebratedwins with thecustomer(reassurance)DeliveredanexceptionalexperienceBuild rapportaround thesmart deviceAssured thecustomerthat we canassistAnswered thecall within 10seconds (micdown vs up)Ready to takethe callEnthusedtone fromstart tofinishRecapped the callprior toending/transferringSent anACE toa peerScheduleda callbackAsked "if there'sanything else toassist with" priorto transfer/callendingWarmTransferAssistedin thegroupchatOwned theresolutionwith positivephrasingDidn'tover talkthecustomerSharedbestpracticeswith a peerAcknowledgethe customerby their nameTailored theempathystatement tothe reasonfor callingReassuredthe customerwith 3 powerwordsDispositionedthe callproperlyMentionedtheoutboundscriptRemainedconversationalFollowed theproper 5-point holdprocedureUsedtoolsTroubleshootedthe issuebeforetransferringAskedprobingquestionsProvidedclearinstructions

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
B
2
O
3
G
4
B
5
O
6
O
7
I
8
G
9
G
10
N
11
G
12
B
13
O
14
I
15
I
16
O
17
N
18
N
19
N
20
B
21
B
22
I
23
B
24
I
25
N
26
G
27
I
28
G
29
O
  1. B-Branded the call
  2. O-Left detailed notes
  3. G-Confirmed the reason for calling outside of the compassion statement
  4. B-Celebrated wins with the customer (reassurance)
  5. O-Delivered an exceptional experience
  6. O-Build rapport around the smart device
  7. I-Assured the customer that we can assist
  8. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  9. G-Enthused tone from start to finish
  10. N-Recapped the call prior to ending/transferring
  11. G-Sent an ACE to a peer
  12. B-Scheduled a callback
  13. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  14. I-Warm Transfer
  15. I-Assisted in the group chat
  16. O-Owned the resolution with positive phrasing
  17. N-Didn't over talk the customer
  18. N-Shared best practices with a peer
  19. N-Acknowledge the customer by their name
  20. B-Tailored the empathy statement to the reason for calling
  21. B-Reassured the customer with 3 power words
  22. I-Dispositioned the call properly
  23. B-Mentioned the outbound script
  24. I-Remained conversational
  25. N-Followed the proper 5-point hold procedure
  26. G-Used tools
  27. I-Troubleshooted the issue before transferring
  28. G-Asked probing questions
  29. O-Provided clear instructions